Freelancer profile translated to English.
Back to original languageAbout Eglantine
CRM & Clienteling Strategy Consultant | Expert in Customer Journeys & Omnichannel
Expert in CRM strategy and Customer Journeys with 5 years of experience**, I support international brands in designing and optimizing **CRM strategies and customer journeys**, with an approach focused on **performance, customer experience, and business activation.
My historical expertise lies instrategic and multichannel CRM**, now enriched by **Clienteling and omnichannelmissions, aiming to connecte-commerce and physical storeswithin coherent, customer-centric frameworks.
đź’ˇWhat I do concretely:
- Definition and management ofCRM strategies focused on engagement and loyalty
- Design and optimization ofomnichannel customer journeys(emails, WhatsApp, SMS)
- Implementation and optimization ofmarketing emails(ad hoc and triggers)and transactional emails
- Audit of existing CRM systems andstrategic recommendations
- Deployment ofClientelingstrategies (dedicated customer journeys, drive-to-store activations)
- Coordination ofagenciesandlocal and international teams
🌍My references:
Experience within international groups such as **Ubisoft**, **Shiseido Group**, **Clarins**, **TheFork**, and **Ouest-France**.
🛠️Expertise & tools:
- CRM Strategy and cross-functional CRM project management
- Multichannel and omnichannel customer journeys
- Clienteling and drive-to-store activations
- Reporting, A/B testing, and Test & Learn
**Tools**: Jira, Badsender, Adobe Campaign, Tableau, Figma, Office Suite
**Training & Certifications**: imagino, Google Analytics, Batch
🤝 **Modalities**:
- Services available in Paris and surrounding areas, hybrid or full remote
- Indicative daily rate: €500 (adjustable based on scope, duration, and challenges)
French
Native or bilingual
English
Fluent
Spanish
Basic
Can work on-site
Paris (up to 20km)
Experience
- SHISEIDO EMEACRM & Clienteling Project ManagerFASHION AND COSMETICSJanuary 2026 - Today (5 months)Paris, FranceMission within the EMEA CRM team for NARS and Clé de Peau Beauté brands. My role involves structuring the Clienteling strategy and integrating it into existing DTC journeys to ensure a 360° omnichannel experience. I coordinate between teams (markets, Brands, Digital IT, Data, etc.) to transform business needs into operational solutions.
- Omnichannel & Clienteling Strategy:Design and integration of new Customer Journeys dedicated to Clienteling (Email, WhatsApp, SMS) in line with existing e-commerce (DTC) journeys
- Data Architecture & Reporting:Audit of market needs and functional scoping of a Clienteling performance dashboard on Salesforce (definition of KPIs, filters, and Dataviz mock-up)
- Drive-to-Store Activations:Design of CRM initiatives (use cases, banners, messaging) aimed at recruiting and retaining in-store customers
- Governance:Creation of an EMEA-wide Clienteling "Roles & Responsibilities Guide"
- Triggers:Implementation, audit, and optimization of transactional emails in coordination with markets and Customer Service and Digital IT teams
- International Coordination:Daily support and management of cross-functional projects with local teams (UK, Italy, Spain)
—Working within the EMEA CRM team for NARS and Clé de Peau Beauté. My role focuses on structuring the Clienteling strategy and integrating it into existing DTC journeys to ensure a seamless 360° omni-channel experience.- Strategy:Shaping 360° omnichannel journeys by integrating Clienteling into existing DTC flows
- Data & Reporting:Functional scoping and KPI definition for a Salesforce performance dashboard
- Operations:Leading Drive-to-Store tactics, Transactional email audits, and creating EMEA-wide governance guide
- Coordination:Daily project management and strategic support for local markets
- ClarinsECRM Project Manager EuropeFASHION AND COSMETICSJuly 2025 - October 2025 (3 months)Paris, FranceOperational management of the e-CRM strategy for the Irish and Portuguese markets. My role involved driving the database through targeted campaigns and optimizing customer engagement through a Data-driven approach (A/B testing and performance analysis).
- Local Strategy:Definition and deployment of CRM contact plans adapted to the specificities of the Irish and Portuguese markets
- Campaign Management:Creation and management of engagement, retention, and reactivation email campaigns
- Analysis & Optimization:Weekly performance reporting and implementation of a Test & Learn approach through regular A/B tests
—Management of the e-CRM roadmap for the Irish and Portuguese markets. Focused on driving customer engagement and retention through data-driven email campaigns and performance optimization.- Market Strategy:Defining CRM contact plans tailored to local market needs (Ireland & Portugal)
- Campaign Management:End-to-end execution of engagement and retention email workflows
- Performance:Performance tracking and implementation of A/B testing to optimize ROI
- UbisoftCRM Strategy SpecialistVIDEO GAMES AND ANIMATIONJanuary 2022 - January 2025 (3 years)Paris, FranceManagement of the Worldwide CRM strategy for a portfolio of major games (Prince of Persia, Far Cry, Just Dance, Skull & Bones, etc.). My mission was to design ultra-personalized Customer Journeys, aligned with the in-game experience, to maximize engagement, retention, and monetization.
- GTM (Go-to-Market) Strategy:Lead on launching global campaigns reaching millions of players, with a strategy adapted to each segment
- Personalization & Customer Journeys:Definition of multichannel Customer Journeys with automated scenarios reflecting in-game behavior
- Performance Management:In-depth data analysis, implementation of A/B tests, and continuous optimization of conversion funnels (Test & Learn approach)
- Cross-functional & International Coordination:Key interface between production studios, Brand teams, Data Science, etc.
- Cross-functional project management:optimization of lifecycle campaigns, participation in the creation of internal tools to improve CRM team efficiency
- Training:Training & coaching of interns and a junior profile within the team
—Global CRM Strategy lead for major games (Far Cry, Just Dance, etc.). Designing personalized Customer Journeys aligned with in-game experience to maximize engagement, retention, and monetization.- GTM Strategy:Led global Go-to-Market launches for major titles, reaching millions of players
- Customer Journeys:Defined multi-channel automated journeys based on in-game behavior
- Performance:High-scale A/B testing and data analysis to optimize conversion funnels (Test & Learn)
- Project Management:Key interface between Production Studios, Brand, Data Science, etc.
- Mentoring:Mentored junior CRM profiles within the team
Reviews
Recommendations
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Programme Grande Ecole - MSc in Strategic and Digital MarketingRennes School of Business2021
- Academic exchange semesterNational TaĂŻwan Normal University2019
Certifications
- Google Analytics CertificationGoogle2025
- Batch Platform ExpertBatch2025